Customer Services Co-ordinator

untypical are an ambitious, customer focused housebuilder that put people and the planet at the heart of everything we do. We're dedicated to delivering the best possible standards in design, build quality, and service for our customers.

We’re looking for talented and enthusiastic individuals who will share this passion, to join our team.

Our benefits package includes:

• 26 days holiday with additional bank holidays
• Enhanced Company Pension Scheme
• 24/7 GP
• Holiday Buy Scheme
• Life Assurance
• Retail discount portal
• Employee Assistance Programme

We have a vacancy for a Customer Services Coordinator

Tilia Homes has an opportunity for a Customer Services Co-ordinator to join our Eastern Regional team, based from our Bedford Office.

The aim of the role is to provide a professional, positive and enthusiastic service to our customers

Duties will include:

• Plan, prioritise and organise workload daily
• Providing an excellent Customer Journey process – Including courtesy calls, site progress and customer satisfaction
• Being responsible for ensuring defects are attended to in a reasonable timescale
• Promote a culture of cost control and recovery on site through specification of works and adherence to contract charge procedures
  
• Specify remedial works, allocate appropriate subcontractors and supervise this up to completion
• Prepare and submit progress reports to the Customer Care Manager
• Support in new ideas/ procedure to improve the quality of after care service in line with the Tilia Homes Customer Journey.
• Track SLA’s and report to Senior Coordinator & Customer Care Manager.
• Help continuous improvement in customer satisfaction ratings

• Strong interpersonal skills in dealing with internal and external customers
• Confident and able to demonstrate negotiation skills
• Ability to stay calm, professional and display patience when dealing directly with customer complaints
• Recognise the importance of customer service
• Able to evaluate and assess technical and commercial issues and make informed decisions
• Able to work independently ensuring our aftersales service is impartial
• Intermediate skills in Microsoft Excel and Word.
• Some technical knowledge of house building, including electrical, plumbing, and specific understanding of defects and specification of remedial works preferred